Enterprise Customer Value Manager – Telco (AU)

MicroSourcing

Taguig

On-site

PHP 600,000 - 1,000,000

Full time

14 days+

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Benefits offered by this job

Healthcare on day one

Dependent coverage

Paid time off

Group life insurance

Performance bonuses

Above-market compensation

Job summary

MicroSourcing is building a new Customer Value Manager team to support a dynamic Australian telco space, delivering value to enterprise clients and driving high-quality service delivery from Manila-based teams.

The role focuses on operational execution, client service coordination, onboarding, and performance reporting, aligned with ITIL practices, with onsite day shift in BGC, Taguig. You will collaborate with onshore Client Success Managers and global delivery teams.

Qualifications

2–4 years of experience in customer-facing or service delivery support roles in IT, telecommunications, or managed services.
Proven track record in customer success, account management or service delivery management in complex, large-scale enterprise or government environments.
Experience in operational management, SLA monitoring, incident escalation, and coordination across service delivery teams.
Strong understanding of telecommunications services, networks, and IT solutions.
Demonstrated ability to interpret operational analysis and trends.
Exceptional communication, presentation, and interpersonal skills, with ability to influence and build trust across diverse audiences.
Client centric: deep empathy and passion for helping clients achieve their business goals.

Responsibilities

Support Service Managers in delivering consistent, high-value client engagements and nurturing long-term partnerships through a deep understanding of client objectives.
Assist in the preparation of client success plans, service reports, and account updates.
Maintain a structured cadence of communication through Monthly, Quarterly and Yearly Business Reviews to orchestrate customer feedback and needs, facilitate optimization initiatives execution, and provide clients with service performance updates and metrics.
Ensure that clients are consistently satisfied with our services by proactively managing issues, driving optimization efforts, and continuously improving service delivery engagement.
Act as the first point of contact for day-to-day client requests and incidents, ensuring timely responses and clear communication.
Proactively identify potential issues before they impact the client and provide timely solutions.
Ensure all service delivery processes are compliant with ITIL standards and best practices.
Support escalations for major incidents after hours where required.
Monitor client health through defined success metrics, address risks and capitalize on opportunities to drive tangible business outcomes.
Prepare detailed service performance reports, success plans, and account updates to inform internal teams and clients.
Facilitate client onboarding playbook to ensure clients are fully equipped to leverage our products and services for sustained business value upon project completion.
Regularly review client invoicing, including onboarding or off‑boarding of services to ensure alignment with contract terms and resolve any discrepancies.
Discuss aged debt concerns with client and identify any impediments to payment.
Gather client feedback and provide insights to Client Success Managers and product/service teams.
Participate in operational improvement initiatives, helping identify process gaps and recommending optimizations.
Work closely with Sales, Delivery, Engineering, and Support teams to coordinate effective handoffs and account updates.